Most companies have accepted the new market reality: customers are in charge, having digital chops is table stakes, and disruption is becoming normal.
Although most companies have accepted this reality, they also admit that they are not prepared for it. In our Customer Obsessed Assessment, 62% of companies identified as being behind the power curve addressing current customer demands and an additional 25% are slightly behind where they want to be.
The results are not terribly shocking; there's a lot of work to do. But it doesn't make it any less scary once you realize we're in the early stages of change.
The large-scale market response is still playing out - and the cycle of far-reaching (and sometimes painful) change will be playing out for many years to come. Arguably the large-scale market response is still to come. For example:
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